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30% year-on-year growth in EMS volume for Japan Post

Japan Post has been working hard to increase EMS volumes though sales promotion and better operations. Since the start of 2012, outbound EMS volume has been growing and overall there is a 30% year-on-year growth in international EMS. 

There has been a renewed focus on sales promotion. All major cities in Japan have sales branches where specialist staff contact customers on a daily basis, focusing especially on target customers. Customers are provided with support tools useful for e-commerce, specifically for printing labels and invoices online. In cooperation with e-commerce sellers, such as eBay and Rakuten, Japan Post holds e-commerce seminars to educate small-and medium-sized enterprises as well as individual customers on how to make the most effective use of the international postal service, including EMS, for their business. 
Japan Post Cool EMS
Japan Post has responded to customer needs with the introduction of 'Cool EMS' in 2013. This innovation allows customers to send fresh foods using special temperature controlled boxes (0 – 10 ˚C for chilled and below 15 ˚C for frozen items) to Singapore, Hong Kong, Malaysia, Vietnam, Taiwan and, new for 2015, France. There are plans to expand the Cool EMS service to other destinations based on demand and agreement with partner Posts.  
With this volume increase, there has also been a focus on customer care. All customers want to send their items with tracking data and expected delivery dates. Japan Post’s call centre staff work hard to respond to customers’ inquiries and their efforts were appreciated by EMS Cooperative members, as a recipient of the 2014 EMS customer care award.
Japan Post’s focus on maintaining high performance, sales promotions and innovation have all contributed to the success of EMS in Japan.  

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What is EMS?

EMS is an international postal Express Mail Service, for documents and merchandise, offered by postal operators of the Universal Postal Union (UPU).

EMS customers can track their EMS items: EMS tracking. For answers to general EMS queries, EMS customers should use the customer section to find the appropriate EMS Customer Service Department contact.